Improving Tourists’ Trust and Engagement on Google Maps
Team
3 Product Designers
Date
May , 2025
I collaborated with a team of 2 product designers to improve the tourist experience by creating a more personalized journey for travelers. Our focus was on Tourist , aiming to boost retention through features like custom travel mode, and safer walking navigation.
FixiFy transforms home service booking by restoring user trust and streamlining provider discovery.
Context
I teamed up with two other designers to design the customer side of FixiFy.
A home services platform addressing trust and reliability gaps in the market. I led the design of core user flows, built most components in Figma, and maintained a cohesive design system, creating a seamless, trustworthy experience for customers booking services.
TEAM
3 Designers
ROLE
UI designer
UX researcher
TIMELINE
2024 (3 weeks)
TOOLS
Figma
Illustrator
Maze
To better understand real user frustrations, I analyzed 1-star reviews from 4 major home service platforms
Angi, TaskRabbit, Thumbtack, and Handy
Source
Sitejabber
Better Business Bureau
App Store
My research led me to a few emerging patterns that guided my direction
Trust Is Fragile and Easily Broken
Many users lost trust due to:
No-shows and last-minute cancellations by service providers
Low-quality or incomplete work
A lack of proper vetting or verification for workers
Support Feels Distant and Unhelpful
Users often described:
Long wait times or no responses from customer support
Difficulty reaching a real person
Feeling left alone when problems occurred
Transparency Is Lacking
Frustration grew from:
Unexpected charges or recurring payments
Confusing booking or cancellation policies
Unclear expectations about the service being provided
Strengths & Weaknesses of the Competition
🟢 Pros
Wide range of service categories
Upfront pricing (for some services)
Provider profiles with reviews
Booking convenience
🔴 Cons
Quality and reliability vary widely
Fake or misleading reviews
Lack of customer support
Aggressive sales or follow-ups
🟢 Pros
Flexible, on-demand help
Transparent pricing
User reviews and ratings
In-app communication
🔴 Cons
Unreliable Taskers
Inconsistent service quality
Limited Support
Confusing fee structure
🟢 Pros
Wide range of service professionals
Free to browse and request quotes
Multiple bids for one job
Direct communication with pros
🔴 Cons
Inconsistent vetting of professionals
Fake or inflated reviews
No guarantees or protection:
Overwhelming or aggressive follow-up
🟢 Pros
Simple, quick booking process
Pre-screened professionals
Transparent pricing for selected services
In-app reminder and status updates
🔴 Cons
No-shows and last-minute cancellations
Unexpected recurring charges
Unresponsive customer support
Limited provider accountability
Takeaway
All four competitors cover a wide range of services and make booking relatively easy,
but they suffer from recurring pain points: inconsistent service quality, unreliable or unverified providers, fake or misleading reviews, confusing or hidden fees, and poor customer support.